It Technical Support Officer

Description:

The opportunity:
We are seeking a solutions focused IT Technical Support Officer to kickstart their career in the Information Technology team at the Murdoch Children's Research Institute! MCRI IT plays a vital role in providing support services to the staff of the institute in using information technology.

In this role you will deliver a first class customer service by efficiently addressing the needs and concerns of our users. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual provide in-person, hands-on help at the desktop level. The IT Technical Support officer will work under the direction of the IT Operations Manager. The appointee will work with all Innovation and Operation groups at MCRI. You will provide first line telephone consulting and management of service desk calls, and Network Printer support (to Level 2). The role is on a rotating roster consisting of onsite business hours support, after hours on-call telephone support, and Saturday onsite support once per month.

Our ideal candidate will have a ‘can- do’ attitude, be results orientated, and have a genuine passion for IT. You will be a people person with strong verbal and written communication skills. This position will require sitting for extended periods of time, dexterity of hands and fingers to operate a computer keyboard, mouse, and other devices and objects and physically able to participate in training sessions, presentations, and meetings. Lifting and transporting of moderately heavy objects, such as computers and peripherals. This is an amazing opportunity for aspiring IT professionals or someone with a few years experience to take the next step in their career!

Your responsibilities include:
Evaluating documented resolutions and analyse trends for ways to prevent future problems
Alerting management to emerging trends in incidents
First line Telephone consulting and management of service desk calls
Fielding incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues
Prioritizing and scheduling problems, escalating problem (when required) to the appropriately level 2/3 Technical Support officer

About you:
Knowledge of intermediate or advance computer hardware, including PC and Mac
Experience with desktop and server operating systems (Windows Server 2016), including Microsoft Windows. 10 and Apple OSX
Network printer support (level 2)
The ability to multi-task and operate in a time and resource-restricted environment
(Desired) Extensive application support experience with Microsoft office suite and working knowledge of a range of diagnostic utilities